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Designed by Eric Brengle B-books, Ltd.

Learn the fundamentals of marketing, including customer satisfaction, exchange, marketing concepts, societal marketing, and the importance of customer value and relationship building. Explore vital marketing activities and why marketing is essential for businesses and individuals alike.

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Designed by Eric Brengle B-books, Ltd.

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  1. 10 MarketingLamb, Hair, McDaniel Designed by Eric Brengle B-books, Ltd. Prepared by Amit Shah Frostburg State University An Overview of Marketing CHAPTER 1

  2. Stresses Customer Satisfaction A Philosophy An Attitude A Perspective A Management Orientation A Set of Activities…Products Distribution Promotion Pricing LOI What Is Marketing?

  3. What Is Marketing? LOI American Marketing Association Definition Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.

  4. More investment Stockholder satisfaction Growth andprofits Repeat business Higher quality Greater effort What Is Marketing? LOI Employee satisfaction

  5. Exchange People giving up something to receive something they would rather have. Chapter PHOTOHere Exchange LOI

  6. At Least Two Parties Something of Value Conditions for Exchange Communication and Delivery Freedom to Accept or Reject Desire to Deal with Other Party Exchange LOI

  7. Exchange LOI Exchange may not take place even if conditions are met An agreement must be reached Marketing occurs even if exchange does not take place

  8. Sales Market Societal Production Orientation Focus is on… internal capabilities of the firm aggressive sales techniques and belief that high sales result in high profits satisfying customer needs and wants while meeting objectives satisfying customer needs and wants while enhancing individual and societal well-being Marketing Management Philosophies LO2

  9. Marketing Concept The idea that the social and economic justification for an organization’s existence is the satisfaction of customer wants and needs while meeting organizational objectives. Market Orientation LO2

  10. The Marketing Concept LO2 • Focusing on customer wants and needs to distinguish products from competitors’ offerings • Integrating all the organization’s activities to satisfy these wants • Achieving the organization’s long-term goals by satisfying customer wants and needs legally and responsibly

  11. Achieving a Marketing Orientation LO2 • Obtain information about customers, competitors, and markets • Examine the information from a total business perspective • Determine how to deliver superior customer value • Implement actions to provide value to customers

  12. SocietalMarketing Orientation Societal Marketing LO2 An organization exists not only to satisfy customer wants but also to preserve or enhance individuals’ and society’s long-term best interests. • Less toxic products • More durable products • Products with reusable or recyclable materials

  13. You can compare these orientations against these five categories: • Organization’s focus • Firm’s business • Those to whom the product is directed • Firm’s primary goal • The tools used to achieve those goals LO3 Comparing the Sales and Market Orientations

  14. Customer Value LO3 Customer Value The relationship between benefits and the sacrifice necessary to obtain those benefits. Chapter PHOTOHere

  15. Customer Value Requirements LO3 Offer products that perform Earn trust Avoid unrealistic pricing Give the buyer facts Offer organization-wide commitment in service and after-sales support Co-Creation

  16. Customer Satisfaction The customer’s evaluation of a good or service in terms of whether it has met their needs and expectations. Chapter PHOTOHere Customer Satisfaction LO3

  17. RelationshipMarketing Chapter PHOTOHere Building Relationships LO3 A strategy that focuses on keeping and improving relationships with currentcustomers.

  18. LO3 Building Relationships • Customer-oriented personnel • Employee training programs • Empowered employees • Teamwork

  19. Defining a Firm’s Business LO3 http://www.britannica.com Use “benefits” instead of “goods/services” • Ensures a customer focus • Encourages innovation and creativity • Stimulates an awareness of changes in customer preferences

  20. Why Study Marketing? LO4 • Plays an important role in society • Vital to business survival, profits and growth • Offers career opportunities • Affects your life every day

  21. Vital Marketing Activities Assess the wants and satisfaction of customers Design and manage product offerings Determine prices and pricing policies Develop distribution strategies Communicate with present and potential customers LO4 Why Study Marketing

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